Business Profile

Auto Rentals and Leasing

Enterprise Rent-A-Car

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
BBB has received consumer complaints against Enterprise Rent A Car St Louis which allege the breakdown of cars recently purchased, damage blamed on renters which is disputed by the renters, and poor customer service.

Complaints

This profile includes complaints for Enterprise Rent-A-Car's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

4,419 total complaints in the last 3 years.
1,645 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:02/10/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
SCAM ALERT. STAY AWAY. I originally borrowed a car from this rent a car in ***********. I had the car for 24 hours and returned it to the airport. The airport didnt say any damages were there except for the rear bumper. Now a month later theyre trying to charge me for hail damage when it NEVER HAILED. My agreement is stated to have the car from 1/11-1/12. Less than 300 miles driven.I work with severe weather. I get hail reports across the entire **. The closest date of any hail is from 1/10. They want to charge me for damages without any proof that these damages happened during the time I had it. Charging someone for hail damage when they know it didnt hail! Ridiculous! They think it is hail damage based on the mechanics assessment they sent this too. I believe the damage is already repaired and they probably dont have any good photos of it. The photos they sent me I cant see damage in the blurry photos. Fishy!The original enterprise salesman showed me a few minor dents on the car before I took it, and they know when I had it and how many miles were on it. Its impossible for any hail damage with these variables, they simply dont care. They say any change in condition is covered I definitely didnt cause the damages they are claiming, nor did I see some of these damages during either inspection with the enterprise employees. Their last recorded repairs to this vehicle was over 2 years ago with no photos of the vehicle afterwards. I believe I am being taken advantage of. If you were commonly in this situation why wouldnt you have photos of the vehicle before and after a customer takes it? Extremely unprofessional! They dont recommend that you take any photos either. Everything seems to be set up to charge the customer. I believe they had very good reasoning to cause these damages themselves to charge my insurance company. Theres too many holes in their process for someone who often works with insurance companies. If I was my insurance id deny this.
Business Response
Date: 02/24/2025
Thank you for your patience, this complaint requires further investigation from our organization. Our management team will be in contact with the Customer directly as soon as we can provide more information.
Business Response
Date: 02/28/2025
Thank you for the opportunity to respond. A response is attached.
Initial Complaint
Date:02/10/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Rented a vehicle through Enterprise at the ************************* location. Rental was for 3 days. Upon return the employee claimed that there was hail damage on the roof. I took pictures and indicated that there had been no hail in ************* the week of the rental at all. Also, the vehicle is parked outside of my house and was driven a total of 3 times by myself. There are no trees right in front of my house and when I had it at work its parked in an underground parking lot. The only other time was at the ********** location grocery store - ******* which also did not have any trees near the spot. The vehicle has *****km for mileage on it. Its possible that this was incurred prior to my rental. Also, when we did the inspection the employee asked me to pay special attention to the tires and rims and bumper where there was a split on the passenger front side. He didnt point out that its important to look at the roof for damages. I have pictures of the roof and its near impossible to see in certain lighting and would not have even noticed. I want them to provide a picture, dated prior to the rental, of the roof showing there is no damage at all. I had the car for less than 3 days total and most of the time it was parked.
Customer Answer
Date: 02/10/2025
Hello,
The rental agreement number is 74N5JR.

Thank you,
Cheron
Customer Answer
Date: 02/10/2025
This matter has been resolved directly with the district manager of Enterprise this morning. They apologized for the whole ordeal and has cancelled the claim. She reviewed the cameras and agreed that at no time did the employee look at the roof of the car either which means the dents could have been there prior to my rental.
Initial Complaint
Date:02/09/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
2 Oct 24: Rental car picked up; asked for economy, got the largest car on the lot. The cost in extra gas was significant.12 Oct 24: Returned car before 5 PM.13 Oct 24: Charged rental fee of $890.59.14 Oct 24: Charged DUPLICATE rental fee of $890.59.Additional incidents: 1) Charged for an additional hour, even though car returned before 5 PM. 2) Charged for a toll in a state we weren't in.** These two issues were corrected after phone calls and emails.18 Nov 24: Refund received in the amount of $861.51 ISO $890.59.21 Oct ***** Jan 25: Numerous phone calls, chats, and emails exchanged regarding the overcharge and requested refund.7 & 16 Jan 25: Emails from Enterprise Collections Team acknowledging refund due of $29.08, that a check would be cut and sent to my home address.9 Feb 25: Still have not received my refund.I will provide copies of supporting documents should Enterprise request further ******** this point, I'm extremely frustrated. I've spent far too much time on this issue. All I want is the refund due to me.
Business Response
Date: 02/11/2025
Thank you for the opportunity to respond. Management processed a refund check on 2/11/2025. This check will be sent out on 2/12/2025.
Customer Answer
Date: 02/23/2025
This matter is NOT closed. I still have NOT received my refund check.
Business Response
Date: 02/26/2025
Thank you for the opportunity to respond. Management confirmed that this refund check was mailed with the date of 2/11/2025 to the home address the customer provided alongside this complaint submission.
Customer Answer
Date: 03/01/2025
Finally received the refund check in the mail on 28 Feb 25.
Although the check was dated 11 Feb 25, the postal date on the envelope was 19 Feb 25.
Very unsatisfactory customer service.
This issue is now closed. Thank you BBB.
Customer Answer
Date: 03/01/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

***** *********
Initial Complaint
Date:02/07/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Rental #***RX3, I rented a car from Enterprise on Jan 21, 2025 and returned the vehicle on Jan 25, 2025. On Jan 21st they put a hold on my **** for $374. When I returned the car they charged me an additional $159 , which was the cost of the rental. When I have rented from this location previously, they have deducted the cost of the rental from the original hold on the card and then immediately release the balance back onto my debit card. However, this time they charged me the $159 in addition to the $374 hold. . Which is fine, however, it has been 2 weeks and despite numerous phone calls to the *********** location and the corporate office I have not been able to get them to release the $374 that remains pending in my account. They have said they released it, but it remains on hold. My bank told me that if it was released, it would be in my account. There is NO GOOD REASON FOR ENTERPRISE TO HOLD THIS MONEY. They were paid for the rental and have repeatedly promised me that they would send in a ticket, send it to a manager, and also have promised me a call back or an email within a few business days, which come and go without any communication at all. I have bills that need to be paid and I am accruing late fees on those bills because Enterprise is holding my money. I want it released immediately !!!!!
Business Response
Date: 02/11/2025
Thank you for the opportunity to respond. Management connected and resolved the matter directly with the customer.
Initial Complaint
Date:02/07/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to formally submit a complaint against Enterprise Rent-A-Car regarding an unprofessional and unjustified cancellation of my reservation.I had an active reservation with Enterprise under reservation number **********. Today, I was contacted by ***, the branch manager, who inquired about my reservation. I confirmed with him and provided all the necessary documents as requested. However, immediately after submitting my documents, my reservation was canceled without explanation.This action was not only unjustified and inconvenient but also highly unprofessional. Due to this abrupt cancellation, I was forced to make a same-day reservation with another rental company at a significantly higher price.I am requesting an investigation into this matter and a reasonable reimbursement for the additional costs incurred due to Enterprises failure to honor my confirmed reservation. I expect a proper explanation and accountability for this incident.Please let me know the next steps in addressing this issue.
Business Response
Date: 02/12/2025
Thank you for the opportunity to respond. Management resolved the matter directly with the customer.
Customer Answer
Date: 02/13/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

Chengyang Xi
Initial Complaint
Date:02/07/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
12/18/2024 -- Enterprise's date; which is not DATE of rental use!!1/12/2025 -- I returned the car and not only walked around car, in presence and confirmed by both Geico and Enterprise of PIF and NO Damage!!!1/30/2025 -- Enterprise sends a threatening letter that I have to PIF for auto damage and loss of car! This is a KNOWN Fraud and multiple reports of Enterprise completing FRAUD charges, especially when PIF via insurance; even though Geico approves payment and NO damage. The charges also echo the original estimate Geico sent, thus, showing how 'in cahoots' to fraud.
Business Response
Date: 02/15/2025
Thank you for the opportunity to respond. A response is attached.
Initial Complaint
Date:02/07/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Rented a mid-size SUV on Enterprise through *******. When picking up a Vehicle late at night at 11:30pm, I was told that they do not have any cars except for a large van or small ****** Sentra. I told them that I cannot drive a big car and Sentra is too small (4 of us with luggage). Manager (****************, ******) was very rude and confrontational, in front of my family and kids. Told that he can cancel this reservation. I asked to wait until I try to get another car from another car rental. But he just canceled without waiting and told me that he does not want to service us. Also, while searching for other cars, Enterprise was still showing SUVs available at the same location! Very frustrating experience and shocking customer service.
Business Response
Date: 02/20/2025
Thank you for your patience, this complaint requires further investigation from our organization. Our management team will be in contact with the Customer directly as soon as we can provide more information.
Business Response
Date: 02/26/2025
Thank you for the opportunity to respond. Management spoke with the customer, addressed their concerns, assured the customer there are no charges due, and advised the customer to ensure the third party did not have any charges as well.
Initial Complaint
Date:02/07/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Jan 9, 2025, I went with my husband to pick a rental car that **** arranged for me while my car was in the shop. The Enterprise represent handled to me a table & requested to initial in two sections. I asked why, he said is the contract. He offered me insurance in case of accident for $25 a day. I said only what the insurance pay. He asked for my credit card as hold if any problems. He walked us outside to show the car. I said a "SUV", he said, yeap that is your car. On Feb 21, we went to the repair shop, and we were instructed that Enterprise picks the car. When, I got home, I got a call from Enterprise indicating that I owed $401+. I said, **** is paying for the rental, they arranged the car for me. At that moment, I was told that I choose a bigger car. I said, I did not choose a bigger car, you gave me that car. He said I signed the agreement that I will pay for a car. I said I initial what you told me to initial, but you never explained that I have to pay more for a bigger car. I have contacted Enterprise at ************ five times, my husband too. They always said that they will forward my claimed to the supervisor. It's almost a month and no one has contacted me. I contact my credit card company to dispute the charges. I was not explained the contract. I have rented once a car before and the entire contract was explained to me. I felt that I was misled to initial without explaining the additional charges. I never request a bigger car. The only thing the enterprise front desk person offered was extra insurance which I declined. Each time I called, the ** respond is that I signed the contract. I said that the contract was not explained to me. The ** insisted that I should have read before I initialed. I said the insurance made the arrangements for me.
Business Response
Date: 02/07/2025
Thank you for the opportunity to respond. Management spoke with the customer and processed a refund to resolve.
Customer Answer
Date: 02/10/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

******* *********
Initial Complaint
Date:02/06/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was assigned a rental car from Enterprise Rent a Car due to an unfortunate car accident my personal vehicle was involved in. I went to the rental car location on **************** in ******** , ***** to pick up the vehicle. The representative Mr. ******* directed me to a compact SUV vehicle and I advised him I DEFINITELY did not want a vehicle that small and the insurance coverage qualify me for an INTERMITTED size SUV and not a compact SUV, He acknowledged that and advised me If I took that vehicle he would switch me out to proper size vehicle within the next day or two. I fell for his dishonest statement and took the vehicle. Approximately 4 days later I call the same location in an effort to get in touch with Mr. ******* but was immediately circumvented to a Mr. **** whom advised me there was no intermitted size SUV available and forward me to the *********** location to speak with a *** name ****** who immediately said the ***** location has most of the vehicles and that I should deal with them. Otherwords now I'm getting the run around and this been discussed between the two ***s instead of me speaking with her. The next day I decided to call COPORATE OFFICE in ********* , ******** and spoke with a *** name Gabby. She advised me she would take my information and have a Regional Supervisor call me in reference to my complaint. Its been an additional 5 days and no call. i even took a extra step and emailed the CEO of ENTERPRISE RENT A CAR a Mrs. ******* ****** in reference to my problem and complaint and no response. I would like an immediate exhchange from the COMPACT SUV to my intermitted SUV as I qualify for. Im sure the insurance company is being charged for a the intermitted size suv when in fact im in a compact size I was tricked into it.
Business Response
Date: 02/25/2025
Thank you for the opportunity to respond. Management spoke with the customer on and offered to action a rental vehicle replacement. The customer declined this offer and shared that the vehicle would be returned the vehicle. Management offered compensation to resolve the matter.
Initial Complaint
Date:02/06/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I picked up a rental car from ***************************************** on December 15, 2024 and returned it on January 8 2025.Enterprise rental cars has put me on a do not rent list and said I was attempting to steal the car. Because I forgot to continue the rental as I needed it a little bit longer. I also wanted to put the purchase on a different card. They ran the amount and overdrew my credit card. Theyve promised to reach out to me more than 10 times but they never reach out Ive never been able to anything. I contact them daily and they said theyre gonna escalate the situation but that doesnt mean anything..I have been a loyal customer and always return these cars in tiptop condition, including clean and at the correct fuel levels and with no damage They are treating me like I still want their cars and lit it on fire..
Business Response
Date: 02/17/2025
Thank you for the opportunity to respond. Due to the circumstances of the customers previous rentals, we can take no further action at this time to resolve this matter.

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Enterprise Rent-A-Car is NOT a BBB Accredited Business.